Merit Event - Expanding e-Business Horizons
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Transcript of Merit Event - Expanding e-Business Horizons
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•A brief history
•Key elements of the site
•Plans for the future
www.irishferries.com
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A Brief HistoryFirst Ferry Company in the world offering real-time ONLINE
bookings
Bookings 1998 - 400 bookings 1999 - 1,200 bookings 2000 - 13,000 bookings 2001 - 27,000 bookings 2002? - 50,000 bookingsCurrent weekly volumes are 25% of motorist business
Site pages 1998 - 50 pages 2002 - 1,000+ pages
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Key elements of the site The Shopping (Browsing) Experience
Comprehensive, easy to access information and images on
Routes, Ports, Services and the Facilities Available including 360 degree images of the
Main Passenger areas of the Ships, and the Cabin Accommodation
FAQs – frequently asked questions
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Key elements of the site The Booking experience
- Timetables, Fares, Special Offers- Best Fares available on-line 24-hours a day- Customer in control of the Booking Process- All of the customers securely stored on their Account- e-mail address and password secures the information - Air Miles and discounts- Real-time sailing update
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Key Elements of the site Our Customer Service
All e-mails are automatically acknowledged, and an average response time of 20 minutes weekday, 2 hours in the evening, and same day at weekends is in place
We provide Phone support Weekdays 08.30am-9pm, Saturday 9am-4pm, Sunday 10am-2pm
24 hour sailing Information SMS messaging to Mobile phone for Disrupted Sailings
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Key Elements of the siteCustomer Feedback
Each page on the site invites the customer to comment. Since Feb. 2001, 5000 site feedback forms have been
submitted. Every customer who completes a booking is separately
encouraged to give feedback on the booking experience. Since Feb 2001, 14,000 booking feedback forms have been
submitted. Customer Feedback has been the backbone of the ongoing
development of www.irishferries.com.
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Plans for The Future
If I tell you, I Will have to Shoot you
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